Business Operations Manager

POSITION SUMMARY

The Customer Service & Distribution Manager is responsible for the overall effectiveness of the Customer Service Department. This position oversees all customer service representatives and warehouse staff and interacts daily with customers to support them with their orders and resolve concerns and inquiries.

ESSENTIAL FUNCTIONS

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. To perform this job successfully, an individual must have regular and reliable attendance and be able to perform each essential function from the list below satisfactorily. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

· Ensures full coverage of customer service department to adequately cover the workload each day

· Trains and supervises all customer service representatives

· Plans the daily and weekly activities of the department

· Answers incoming customer telephone calls in a courteous and professional manner

· Responds to and investigates customer inquiries and complaints via phone, fax, mail, and e-mail in a timely and courteous manner

· Obtains customer feedback and contacts customers when necessary to follow-up on customer issues or orders

· Effectively communicates customer issues and concerns to applicable internal staff members

· Receives, records, prioritizes and routes customer orders/changes in appropriate manner

· Processes customer orders/changes/returns according to established department policies and procedures

· Maintains customer records by updating account information in CRM

· Maintains current working knowledge of products and services

· Manages inventory and warehouse operations

· Manages and coordinates daily order fulfillment

· Manages open order priorities

· Coordinates stock value management with Global Supply and the Purchasing Manager as well as Sales management

· Provides timely and accurate information to incoming customer order status and product knowledge requests

· Identifies methods for improving department efficiencies and makes recommendations to management

· Partners with the sales team to meet and exceed customer’s service expectations

· Performs other duties as assigned

SUPERVISORY RESPONSIBILITIES: This position supervises all customer service representatives and warehouse associates.

REQUIRED COMPETENCIES (Knowledge, Skills, Abilities)

The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

· Outstanding customer service skills and ability to manage the customer experience

· Ability to deal effectively with difficult customers

· Strong verbal and written communication skills

· Excellent interpersonal skills and abilities

· Knowledge of computer systems such as CRM databases and ERPs

· Ability to problem solve and analyze processes, e.g., applying root cause analysis (RCA) to a situation or process

· Data analytical skills

· Demonstrates commitment, excellence, high standards and ATPGroup’s core values

· Strong organizational skills; able to manage priorities and workflow

· Ability to work independently and as part of a team

· Ability to understand and follow written and verbal instructions

· Excellent attention to detail and follow-through

· Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm

· Strong time management skills

· Ability to make quick decisions

· Possesses a sense of urgency

· Ability work in a high pressure environment

MINIMUM QUALIFICATIONS

· Minimum of three years’ experience in a call center, customer-centric service environment

· Minimum of one year supervisory experience

· Bachelor’s degree preferred

· Experience in the commodity/chemical/food environment preferred

· Bilingual (Spanish) skills a plus

ESSENTIAL PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is frequently required to talk and hear; frequent operation of computer and other office equipment, the ability to sit at a workstation for long periods of time, stand, walk, climb stairs, bend, lift, twist, pull, push, carry, grasp, reach and stoop as need, and to occasionally lift and carry items up to 35 pounds.

WORKING CONDITIONS

The noise level in the office environment is usually moderate. Work may occasionally require walking to the adjacent warehouse, where there can be more noise and exposure to forklifts and chemicals. Work will require weekend and/or evening work, especially during the harvest season.

Job Type: Full-time

Pay: $100,000.00 - $135,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $100,000 - $135,000